Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers

• Daniel Altman

  Corresponding Author

  Daniel Altman

  [email protected]

  https://orcid.org/0000-0002-3556-416X

  The William Davidson Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology, 3200003 Haifa, Israel;

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• Galit B. Yom-Tov

  Galit B. Yom-Tov

  [email protected]

  https://orcid.org/0000-0003-0295-7968

  The William Davidson Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology, 3200003 Haifa, Israel;

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• Marcelo Olivares

  Corresponding Author

  Marcelo Olivares

  [email protected]

  https://orcid.org/0000-0001-8465-624X

  Department of Industrial Engineering and Instituto Sistemas Complejos de Ingenieria, University of Chile, 58149 Santiago, Chile

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• Shelly Ashtar

  Shelly Ashtar

  [email protected]

  https://orcid.org/0000-0002-6221-9871

  The William Davidson Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology, 3200003 Haifa, Israel;

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• Anat Rafaeli

  Corresponding Author

  Anat Rafaeli

  [email protected]

  https://orcid.org/0000-0002-0300-5806

  The William Davidson Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology, 3200003 Haifa, Israel;

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